The telecommunications industry has become incredibly competitive—a trend that’s only expected to increase.
To stand out, companies need to offer solutions that tackle familiar problems in streamlined and straightforward ways. That’s exactly what CallHippo has sought to do: their goal is to create fast, easy-to-use solutions for any company to make inbound or outbound calls, monitor conversations for improved customer care, or track call center agents’ productivity.
They do this by providing customers on-demand, cloud-based phone systems using Twilio’s Programmable Voice and Programmable SMS solutions. Their instant phone numbers can have customer support teams or call centers set up in less than five minutes—but they offer far more than a simple VoIP solution.
Thanks to their reliable Twilio infrastructure and unique, patent-pending AI technology to optimize interactions with customers, CallHippo’s team has set themselves apart from the competition. With only three years in the market, they’ve already amassed more than 5,000 customers in over 100 countries.
At the beginning of 2020, CallHippo’s team knew they needed to scale their service for a rapidly growing, international customer base. After collecting feedback from peers in the space they decided Twilio was the perfect partner to help propel them toward success.
Twilio’s Programmable Voice and Programmable SMS solutions gave them the ability to offer their customers instant access to local, national, mobile, and toll-free phone numbers in over 100 countries, and to smoothly transition their customer base to the new system with no downtime.
“During the transition, it was of utmost importance that CallHippo’s customers didn’t experience any disruption in their service. Twilio’s customer support team understood this and were super responsive to our needs, always replying within only five to 10 minutes, which led to a very smooth changeover,” said Vivek Tilva, product manager for CallHippo. “Choosing Twilio ensured our customers were satisfied and solidified our place in the telecom market.”
During the transition, it was of utmost importance that CallHippo’s customers didn’t experience any disruption in their service. Twilio’s customer support team understood this and were super responsive to our needs, always replying within only five to 10 minutes, which led to a very smooth changeover. Choosing Twilio ensured our customers were satisfied and solidified our place in the telecom market.
Thanks to Twilio’s Phone Number APIs, CallHippo customers—ranging from entire call centers to simple e-commerce support—can purchase phone numbers and begin making calls almost instantly.
But getting started quickly isn’t the only thing that matters in a VoIP solution: companies need reliability and quality in every call to ensure their customers have the best experience possible. “Quality matters a lot in VOIP solutions,” said Tilva. “While we were using other providers we were facing call quality issues. After installing Twilio those complaints were significantly reduced.”
Twilio Programmable Voice’s high quality audio and low latency technology means call quality is crystal clear between the customer and the support team, but CallHipp offers even more ways to ensure a smooth interaction. Their patent pending AI technology, called SDAP, enhances call quality in real time to significantly improve the overall experience.
SDAP works by analyzing a variety of parameters for each unique call and reconfiguring the system in real time to ensure the highest possible quality. It does so by analyzing parameters like network strength and device type to allocate bandwidth for the highest possible call quality. This fully automated tool is built on the trusted power of Twilio Programmable Voice and can integrate with nearly any phone system.
Since implementing Twilio solutions, CallHippo has seen an approximately 30-40 percent increase in its CSAT score and its NPS has increased by 50 percent. Overall, they’ve had an approximately twenty-five percent decrease in tickets around call quality issues, leading to greater efficiency for both CallHippo’s team and their customers.
With the partnership and reliable infrastructure of Twilio, CallHippo is continuing to expand into new areas of the global telecom market and developing even more innovative solutions.